Refund & Returns Policy
At LEVA, we are committed to delivering products in excellent condition. Due to the nature of food products, our refund and return policy is designed to ensure product safety, quality, and fairness for all customers.
1. Eligibility for Returns or Replacements
We only accept return, replacement, or refund requests under the following circumstances:
- Wrong item delivered
- Damaged product upon arrival
- Defective product received
- Expired product received
All requests must be submitted within 12 hours of receiving your order.
2. Non-Returnable & Non-Refundable Items
For food safety and quality assurance reasons, we do not accept returns, exchanges, or refunds for:
- Change of mind
- Opened, consumed, or partially used products
- Products that have been improperly stored after delivery
- Incorrect orders placed by customers
- Minor packaging imperfections that do not affect product quality
- Chocolate products affected by heat exposure after delivery
- Products showing normal chocolate bloom (white spots or whitish coating)
3. Delivery Responsibility
We take great care to ensure that all orders are packed correctly and shipped in good condition.
Once an order has been successfully delivered to the shipping address provided by the customer, LEVA shall not be responsible for issues arising from:
- Incorrect delivery information provided by the customer
- Failure of the recipient to receive the parcel
- Delayed collection of the parcel
- Improper storage or handling after delivery
- Exposure to heat, moisture, or other environmental conditions after delivery
However, LEVA remains responsible for:
- Wrong items shipped
- Expired products received
- Defective products caused by manufacturing issues
- Orders incorrectly fulfilled by our team
All claims are subject to review and approval by LEVA.
4. Chocolate Shipping & Melting Disclaimer
To maintain product quality, chocolate products are shipped using cold-chain delivery services whenever applicable.
However, chocolate is naturally sensitive to heat and may soften or melt when exposed to warm temperatures for an extended period.
We are unable to provide refunds, returns, or replacements for chocolate products that have softened or melted due to circumstances beyond our control, including but not limited to:
- The recipient being unavailable to receive the parcel
- Delayed collection of the parcel after delivery
- Parcels left unattended after successful delivery
- Exposure to heat after delivery has been completed
- Incorrect delivery information provided by the customer
Once the parcel has been successfully delivered, responsibility for proper storage and handling of the product rests with the recipient.
Chocolate softening or melting under these circumstances is not considered a product defect and is therefore not eligible for refund, return, or replacement.
5. Chocolate Bloom Disclaimer
Due to temperature fluctuations during storage or transportation, chocolate products may occasionally develop white spots, a whitish coating, or a cloudy appearance on the surface.
This is known as Chocolate Bloom, a natural phenomenon that occurs when cocoa butter or sugar crystals rise to the surface of the chocolate.
Chocolate Bloom:
- Does not affect food safety
- Does not affect product quality
- Does not affect the taste of the chocolate
- Is safe for consumption
As Chocolate Bloom is a natural characteristic of chocolate and not a product defect, products exhibiting Chocolate Bloom are not eligible for refund, return, or replacement.
We recommend storing chocolate products in a cool, dry place away from direct sunlight and heat exposure.
6. Proof Requirement
To process any claim, customers must provide:
- Order number
- Clear photos or videos showing the issue
- Description of the problem
- Photos of the outer packaging and product (if applicable)
Requests submitted without sufficient supporting evidence may not be eligible for review.
7. Refund Process
Once a claim has been reviewed and approved:
- Refunds will be processed within 7–14 working days
- Refunds will be issued via the original payment method used for the purchase
8. Replacement Option
Where appropriate, we may offer:
- Product replacement
- Store credit
- Partial refund (at our discretion)
The resolution provided will depend on the nature of the issue and the outcome of our review.
9. Contact Us
For any refund, return, or replacement requests, please contact us within 24 hours of receiving your order and provide the required supporting information.
📞 WhatsApp: +60 12-892 6928
LEVA reserves the right to assess all claims and determine the appropriate resolution on a case-by-case basis.
At LEVA, we believe chocolate is more than just a treats, it’s an experience.
inquiry@leva.com.my
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